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Even though we always try our very best, so that shopping with us is a pleasant experience, little hiccups can still happen. Our warehouse fairies, our manufacturers or our courier partners can occasionally make mistakes, too – after all we are all humans! (Yes, even the fairies!)

So if you are here because…

…you haven’t received all the items, or we sent something else by mistake,
…the package or the toys inside arrived damaged,
…or well, quite simply they are not as you imagined or changed your mind,

we’re sincerely sorry to hear that, and we are here to fix the problem as soon as possible! Our terms and conditions outline all the necessary information about such cases, but we would like to give you a hand to make things easier and faster! We have all the answers to the most important and frequent questions below, so you will know what to do and what to expect. You will also find some online forms, which will make it easier to send us your complaint with all the necessary information that we usually require. In case you don’t find the answer to your questions, please feel free to contact us through email at orders @

1. How can I track my package?

For an ease of mind, we send all packages tracked. In case of domestic deliveries, in case you have provided a correct email and mobile phone number, we always subscribe you for the extra service of GLS FlexDelivery, so you will have the flexibility to plan the delivery date and get up-to-date notifications (both email and SMS) about the delivery status of your package during the entire delivery.

When we register your package (on the day of dispatch, or one day before ), at first you receive an email and text message with your package number as well as confirming the address of delivery. If you receive the message before noon, most probably your package will be picked up that day and delivered the next. If you receive the message in the afternoon, your package can be expected the two days after. This message offers you the possibility, until midnight that day, to:

  • correct your address or set a new delivery address;
  • change the date for delivery;
  • redirect it to a Paketomat or GLS Depo to collect it later (free of charge)
  • redirect it to a ParcelShop (at an additional cost)

On the day of delivery you receive an email and (or) text message again in the morning, which contains the expected delivery time frame as well as the courier’s direct phone number, so you can contact him directly in case of any request or question. At this stage you can still redirect your package to a Paketomat or a Parcel Shop, if it’s more comfortable. You can see the entire process on GLS website here.

If for some reason you do not receive these messages, you can always check the status of your delivery by clicking on the tracking number in the messages sent by GLS, or pasting your package number on their website into their tracking system.

In case of international deliveries, we send you the tracking number directly in our confirmation email and as you to follow the status of your delivery with the help of it. When we can, we also subscribe you for the service of notification, but unfortunately it is not always available for international deliveries, therefore for a successful delivery we suggest to follow your package and the expected arrival time.

2. I provided the wrong address. What happens now?

If you contact us immediately after placing your order (calling our Customer Service and sending us and email with the correct address), we will try to correct it for you. If the package has been dispatched, then unfortunately we cannot make any changes anymore. In case of domestic deliveries, when we register your package though, you will receive both an email and SMS notification, that will give you the option to change the delivery address until midnight. If the address is not corrected and the package gets delivered to the address you originally provided, neither we nor GLS cannot be held responsible, and we cannot do anything about it. In this case the service is considered concluded, that’s why we always suggest to double-check delivery address when placing an order and when receiving notifications. In case the wrongly written address does not exist at all, then the package will be returned to us, and it can be redelivered with an extra charge.

3. How long delivery should take?

If we receive payments by 10 am, then packages are usually dispatched on the same day. GLS delivers domestic packages 99% of the time the next working day, but usually not later that 2 working days. So depending when you placed an order (or when we have received your bank transfer on our bank account), and depending on GLS capacities, delivery time usually takes between 1-3 days if everything goes well. We register your package with the extra service of GLS FlexDelivery so you receive up-to-date information of the expected arrival date of your package. If you haven’t received the package within 3 business days, we suggest to check up on your package with the help of your tracking number or contact us.

For international orders, delivery can take longer – depending on the destination and depending if you have picked priority delivery or not (where it is available). Generally speaking though, delivery takes usually maximum 4-6 business days.

4. I wasn't at home when the courier came with the package. What can I do now?

For an ease of mind, we send all packages tracked. In case of domestic deliveries, in case you have provided a correct email and mobile phone number, we always subscribe you for the extra service of GLS FlexDelivery, so you will have the flexibility to plan the delivery date and get up-to-date notifications (both email and SMS) about the delivery status of your package during the entire delivery. This includes messages on the day of delivery that indicates the exact timeframe when the courier is expected to arrive.

If you were not on the address when he came, then you will receive another notification from GLS telling you what happens next with your package. According to GLS general practice, it can be left in a closeby Paketomat or the local GLS Depot (whichever is closer), where it can be collected free of charge for 4 days. In case you chose payment on delivery, at a Paketomat it can only be paid for by bank card and not cash. If you cannot collect your package in person, please contact GLS directly for the option of a second redelivery.

The package can be also redirected and stored in a GLS ParcelShop (eg. local petrol station), but since it has additional charges, it can be only done with your agreement. If you did not agree to have it redirected to a ParcelShop, then please contact GLS and request a redelivery.

5. What can I do if I was home, but package hasn't arrived within the suggested time?

In case your package hasn’t arrived within 2-3 business days, or within the indicated timeframe prompted in the GLS email and / or text messages, please first check the status of your delivery using the tracking number you received. If the courier couldn’t deliver your package, according to GLS’ general practice, it might have been placed into a closeby Paketomat. If your package seems to be delivered in their system, but it wasn’t you or any authorized person taking it over, please contact us immediately (but no later than 24 hours after the expected arrival time) by writing us a mail to with your order details! If your package seems to be stuck in the tracking system, or you have not received any communication from us or GLS, then feel free to reach out again, and we will do our very best to resolve the issue!

6. What if my package arrives damaged?

If your package is visibly damaged already at the time of delivery – in a way that you think it could affect the content as well – then we recommend you to do one of the following things:

  • If the courier allows it, please check the content in front of person to make sure the content is intact before accepting it. If the box damage didn’t affect the toys inside, you can take over the package with an ease of mind.
  • If you are not allowed to open the package, then insist on filling in a form and registering the parcel damage with the delivery company.
  • If the courier service is not helpful documenting this fact, but you think the damage is not substantial, you can still decide to take over the parcel and sign it, but in this case please add to your signature at least: “signed with reservation”.
  • If the courier is not helpful at all, ultimately you can still refuse the package. In this case it will be taken back to the depo, and we will be notified.

Important: If you take over a package (ours or any other, for that matter) without taking one of the precautionary steps above, we might not be able to prove damage and claim compensation with the delivery company, and your replacement or refund might be affected.

In all cases, we would like to kindly ask you to let us know within 24 hours of delivery by filling in this online form, or writing us an email to about the damage and what steps you have made, and we will be happy to assist you with resolving the situation.

1. What if I haven’t received the right item, or items are damaged?

If no damage was visible from the outside, we kindly ask you to open the package after arrival if possible, and check whether you have received the right items, and if they are all in a good condition. If you discover any mistakes, please let us know preferably within 3 working days (but not later than 2 months) after taking over your package. You can fill in this online form, or alternatively you can also send us an email to outlining the same necessary information and attaching pictures of the damage.

Please always keep the original packaging, tags and stickers of the items – we can only accept complaints like this, as we might need the information (for example batch number) as well as proof of the item’s origins. 

We will do everything to solve the problem as soon as possible: if only a part of the toy is damaged, then we can offer you a replacement part after consulting the manufacturer; we can send a replacement product, or if we are unable to do any we will offer a refund of the price it has been bought for.

Please note that in case you have received a damaged or a different item, we might need to take it (or them) back, and we need your cooperation in its return. Of course we will arrange and cover the cost of returning the articles, and we will always do after consulting you and picking the option causing the least inconvenience to you.

2. Can I keep the damaged or wrongly sent toy?

No, unfortunately you cannot automatically keep the faulty item or the incorrect item – as much as we are sorry that there was a mistake from our or our manufacturer’s side. We will need to make an exchange, and we need your cooperation in it. We will send you a correct one, and we need to take the other back for many reasons – including administrative, accounting and other legal reasons. Of course in these case, we always arrange and cover the cost of returning the item, and we will always do after consulting you and picking the option causing the least inconvenience to you. We can send you a return label and you can leave the package free of charge at a closeby Paketomat, or if it is more convenient we can also arrange a courier to pick-up the package in your home and bring the printed label with him. In case you would really like to keep both items, we can of course offer it at a discounted price and it is your to keep.

3. Is my toy damaged or faulty or just have natural characteristics?

Most of our products are handmade out of natural materials, therefore they have more unique characteristics than mass-produced uniform products. We always try to inform our customers about these characteristics (for example, in product descriptions), and these cannot be claimed as faults in a complaint. Before buying natural toys, please read carefully the products pages, and we also invite you to read our article “Made in Nature: Understanding Your Wooden Toys” which might also put these characteristics into a different lightning.

Of course if the product is not to your liking or you are not satisfied with it, you still have the right and option to normally withdraw from the contract and send it back to us as outlined below.

What is considered as faults in wooden and natural toys?

If a product or a part of it is broken, has cracks, chips or splinters, then you should never give it to your children, but contact us. If a product cannot be used as intended (for example a lid of a shape sorter cannot be opened or closed), then again, we naturally consider it as a defect.

What is NOT considered as faults in wooden and natural toys?

  • Wood can have various markings by nature that can also show up in the products. Therefore, wooden toys can naturally have changing structures and colours: it can have darker lines, different grain structures or even dark knots.
  • Many of our manufacturers (including, but not only Grimm’s or Grapat) use a different painting technique than manufacturers of mass-producing toys. They use water-based stains that penetrates into the wood, leaving a matte, velvety finish rather than a glossy one. Intentionally there is no final protective coating used to seal the paint. These paints are not only healthier, more natural and preserve the beautiful structure of wood, but also what makes them unique from perspective of play: this velvety surface guarantees for example that pieces will stick together more easily while building with them, and it opens up extra play possibilities. The unique painting technique can also result in inconsistencies of the painting, though. Because of the varying structure, different pieces of wood can absorb the paint differently. It is absolutely normal that shades of the colours can vary, painting is not uniform on the same kind of product, or intensity of colour is not even everywhere even on the same products.
  • Due to this unique painting technique, the surface, as we said, becomes also velvety to the touch. Sometimes it might feel even a bit rougher than usual – as the paint is absorbed initially the surface can become a bit “hairy”. As long as it is not splintery, it is not a problem or a fault. It will guarantee it sticks better and with a bit of usage it will also smoothen up naturally.
  • Since the toys are many times not coated and sealed with lacquer or heavy varnish, minor paint transfers are also absolutely normal in the beginning or even with use (e.g. when pieces are knocked together). It can be more frequent with certain colours (like dark blue), or with certain ways of packaging (e.g. when block set comes in a sack instead of a tray). We recommend wiping the transferred surface with a wet, lint-free cloth to remove colour pigments.
  • Because the toys are not coated and the wood might not absorb the paint equally, it is also normal and harmless that the colours can initially “bleed” (just like your new pair of jeans do!) when you wipe them or when it comes into contact with saliva. We reassure you that all our manufacturers work with the safest, non-toxic, food-grade paints and all the toys are tested for the recommended age – so even if excess pigments come off it means no risk or harm.
  • It is also normal that no two handmade products are alike. Minor asymmetries (for example in stackers or rainbows), variance in weight or thickness, velvety or a bit rougher finish (as long as it is not splintery) is again absolutely normal. Wooden figures are hand-painted, therefore every single piece is unique and they are not uniform. They can slightly differ from the one shown on the picture!
  • Some of the wooden toys are finished with natural oils, including linseed oil which might have a stronger and more specific smell than other natural oils. This smell is completely natural, it is usually stronger after opening the package (especially if it was foiled),and will disappear with airing, time and use. Finishing oils can also cause some transfers on the packaging if the toys come in a cardboard or sack.

4. What if an item gets damaged later during play or a piece of the toy is lost?

We try to make sure that our partners stand for high quality: they select premium wood without structural defects, they design and test their products for longevity, and they do extensive quality control. But during play over time, damage can still happen – and it can be even natural as a result of the characteristics of the material! Even though wood is a generally durable material that can serve us for generations, it doesn’t mean it is indestructible, because… well, really, no material is! And after all, isn’t it the whole premise of sustainability that under certain conditions, it is more prone to natural decay?

Wood is a natural and living material: it constantly evolves and reacts to changes of the environment, such as heat or humidity. So if a toy is not stored properly, or it has simply unseen tension within and falls or receives a hit (especially in a specific angel compared to the wood grain), it can get a dent or break. Not using the toys for the intended purpose, or rough handling, including throwing or dropping them might increase the risk of such damage. To make sure that a possible damage doesn’t pose any risk to your child, we always ask you to consider the age recommendation by the manufacturer. This is the age the toys are safety tested for, and these recommendations also take into consideration possible damages of certain products, and the way of children naturally play at that developmental stage.

The good news is though, that with a bit of wood glue, sanding paper and love, wooden toys can be repaired. We are also happy to send you a little emergency kit if it is needed. We believe in today’s world it is also a valuable teaching moment to our children: real things can be repaired and loved the same way. Damage is sometimes normal, and wounds are part of who we are.

Also, if only a part of the toy is damaged (or even lost), some of our manufacturers can provide replacement parts at a small charge to you.

Of course, if you believe the toy has got a damage with little or normal play within a very short time after delivery, we are more than happy to assist you with your complain. In this case please let us know filling in this form or write an email to us with the same information to Also, by filling in the form, we can help you enquire or request a replacement spare part (when available) according to the manufacturer’s practice. Please note the practices are different in each case, and replacement parts can be usually requested at a small charge to you. 

1. What if I simply don’t like the toys that I ordered? Can I send them back?

Even though we try to give as much information as possible to help you with your shopping, buying things online is not the same as buying things in a physical shop. Items might be different as you have imagined, and you might change your mind. For this case, within the European Union, you have the right to withdraw from the contract and send back the items after 14 days of arrival in case you haven’t used them yet.

If you would like to send the items back, please first of all fill in this online form, or print this form here and send it to us by post. Alternatively you can of course send an email, too, containing the same necessary information to

The item(s) need to be sent back to the following address at your own cost:

Malih nog naokrog, Playgency d.o.o.
Zarnikova ulica 7a
1000 Ljubljana

If you arrange the transport yourself, please make sure that the package can be tracked and you have a proof of sending. It is your responsibility to make sure that the return package arrives to us. On your request we are also happy to help you, and arrange a return transport – in this case we will let you know the cost  beforehand, which will be deducted from your refund.

Please be aware that the item must be in a resalable condition – packaging must be original and unopened. The item shouldn’t be used, only checked at arrival to the extent you would be checking it in a physical shop. If the packaging or toys are not intact, or the toys were visibly used, we can refuse refund or choose to provide only a partial refund.

We will issue the refund when once we have received the item(s). We will refund the price for which you purchased the item(s) and the original transport cost – if you have paid any. Of course if you have ordered other items that you decide to keep, the transport fee won’t be refunded. And if with the return your original order value goes below the free shipping limit, we can also deduct the shipping cost from your refund.

2. Can I exchange an item if I don’t like it?

If you would like to send an item back to us within 14 days as a general return, we cannot automatically exchange it for another product without additional costs to you. If you return an item whether we can provide a refund of your original cost, or if you would like to order something else instead, alternatively we can issue a voucher for the same amount, which you can use for making a new order in our webshop.

1. How do you provide refund?

We can provide a full or partial refund through bank transfer, or through Stripe if you have paid through this platform. Refunds are always provided in euro, even in case of international orders, and no additional costs will be refunded (eg. banking costs, including exchange rate differences). Please note through Barion we do not provide refunds unless specifically requested – through Barion we can only provide a full refund, and it might take up to 30 days until it is processed and shows up on your bank account.